I am an experienced manager with 21 years of experience. I am open to change, adapt quickly to new situations, new roles, and learn quickly. My background is really in administration of Insurance... show more
I am an experienced manager with 21 years of experience. I am open to change, adapt quickly to new situations, new roles, and learn quickly. My background is really in administration of Insurance in group and individual business. However to get the job properly done, I strongly believe the most important asset of any company is the people employed and the interaction that goes on. it is a fact regardless of company, role, or function if employees feel valued they will come to work eager to do a great job. So that is what I strive for where ever I work. I am starting to look for new opportunities. 2018 became a year to become healthy for me, two surgeries, two rounds of Physical Therapy. So I took the year to get healthy, so I could get back in workforce in 2019.
Supervised a team of 13
Processed incoming payments via vendor lockboxes, automated payments from clients checking and or savings accounts for payments on Life policies and or outstanding loans.
Worked items that kicked out from any of the vendor banks for any reason
Handled return drafts, returned checks
All items that hit suspense, to make sure team members in a timely manner prepared journal uploads to send to accounting teams.
Work items that the call centers could not handle
emails, that came in from agents and or clients
worked multiple systems to handle all inquiries
Made sure all procedures and processes were updated and being followed
Put in place and kept updated the quality process for associates work
developed associates, handled HR concerns, performance reviews, performance improvement plans
Worked on cross functional projects to improve workflows, including with Compliance, Legal, SOX, and Audits internal and external.
Worked with Accounting teams internal and offshore to tighten down the amount of time suspense items were left open and unresolved
Approved Refund requests and write off requests for teams over a certain dollar amount
Backup for other supervisors when they were out.
One of the largest global providers of insurance, annuities, and employee benefit programs, with 60 million customers in over 60 countries.
Institutional Group Operations
Institutional Group Operations
KEY Achievements MetLife
*Revised Lockbox process for Institutional group, reduced kickouts by 32%
*Key member of team that chose People Soft and worked on project that moved all Billing, accounts receivable off all legacy systems and onto the PeopleSoft platform.
*Worked on the company wide Suspense reconciliation project to balance the PeopleSoft ledgers.
*Individual business, collaborated with other teams to create the Not in good order letter that is sent to clients missing information, and marries up by bar code when returned. This was rolled out in 2007.
*Implemented having the routing number be part of the website verification process, reducing the kick out rate for those who pay using a checking or savings account. This also allowed India to use.
*Reduced staff from 65 to 18 through elimination of manual processes
- Account Re
- Payment Complaint Discrepancies
- Invoice Processing
- Operations Analysis
- Customer Service Skills
- Customer Inquiries
- Handled Volatile Customer Situations
- Complex Problem Solver
- Process Improvement
- Account Receivables, Billing, Payroll Deduction
- Six Sigma Lean Black Belt